Contact Center Archives - Multichannel Merchant

How AI, Automation Help Manage Holiday Season Social Media Volume Spikes

November 5, 2018 | Lauren Kindzierski

The holiday season is officially here and contact center managers around the world are prepared for the busiest time in retail. Traditionally, much of this preparation has focused around staffing up to manage peak volume, strategizing to hit KPIs, hardening websites and IT infrastructure and optimizing inventory and fulfillment. Here is how several technologies like AI can be leveraged in social customer and engagement strategy to create efficiencies that make your agents and operations more productive by increasing response rates and response times.

Holiday Customer Service Will Measure Up – If You’re Prepared

September 19, 2018 | Kim Houlne

Consumers expect articulate customer reps—online and in person—well-versed in your products and services. This only escalates during the holidays. Thus call centers are pressed to perform at year-end. Here’s a laundry list of suggestions and some telling Q&As to help you determine what success looks like during peak season.

10 Steps to Handling An Unhappy Customer

January 10, 2018 | John Asher

Unhappy customers happen everyday. This is why it is so important to make sure you do everything you can to turn a frown upside down. Here are 10 steps to help you handle an unhappy customer.

6 Ways Bots Can Help Retailers Staff Their Contact Centers This Holiday Season

November 27, 2017 | Rurik Bradbury

The holiday season is upon us, and retailers have geared up for the rush. The seasonal staff is hired and the inventory is stocked. But what about those employees working behind the scenes in the contact center? Here are six ways bots can support contact centers this holiday season.

Defining and Measuring Contact Center Productivity

August 29, 2017 | MCM staff

What methodology should you use to develop the metric for productivity? Metrics can be developed in a myriad of ways. Here are some things to think about when it comes to your contact center productivity.

3 Ways to Get Ahead of Evolving Customer Needs

June 26, 2017 | Kathy Juve

There is no question – the retail environment is being redefined, and retailers are being challenged to think differently about consumer demands. Here are three ways to adapt to the evolving customer.

12 Tips to Reduce Customer Hold Times

June 13, 2017 | Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but it will make them more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.

6 Steps to a More Robust Voice of the Customer Program

April 25, 2017 | Angie Stocklin

A good Voice of the Customer program will help you improve your customer experience and gather insights that can be fed into a business strategy that resonates with their needs. Here are 6 steps to help you reach that goal.

Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

The Value of Leveraging Customer Feedback

February 24, 2017 | Daniela Forte

Customer feedback is vital in any business or industry and retailers in particular are utilizing it to not only put specific products under a microscope but also to analyze how they’re providing the best experience across all their channels. Here is how to successfully leverage your customer feedback in the contact center.

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